IT Lead Analyst

IT Lead Analyst

Not Specified
Not Specified

Job Description

Job Description

At Emapta, saying We're a Family means we're also your second home at work, and our ratings prove it!




Our goal is to build your local careers with global impact, so you can achieve your ambitions and full potential without the need to work abroad.
  • Manage computer logins, skype, pbx/voip and email accounts for new hires
  • Setup company or client machine based on client's IT checklist
  • Coordinate via call or email with Customer Experience Managers and Client for any additional
    requirements in the setup
  • Ensure that the provision/policies are in place, operating system and anti-virus is up to date
  • Test the logins, applications, and hardware before endorsing for dispatch
  • Assist new hires with submitted requests/incidents during hyper care period
  • Must be able to communicate effectively
  • Keen attention to details
  • Experience in using/troubleshooting Windows OS, Active Directory, VOIP, Microsoft 365, Anti- Virus programs
  • Experience in using ticketing systems
  • Monitor and escalate all onboarding/off boarding tickets according to agreed service levels, maintaining complete, accurate and updated tickets
  • Process attentively Onboarding/Off-boarding tickets. Clarify client/client staff requirements
    probe for and confirm understanding of requirements or problem and provide additional
    customer education as required
  • To deliver a very high level of Customer Service and be empowered to take actions necessary whilst working on ways to fulfil setup requirements efficiently
  • Keep internal (core teams) and external stakeholders (client/client staff) informed on status
    and progress of Onboarding/Off-boarding tickets
  • Ensure that all relevant updates and communications are timely, effective, comprehensive, and appropriate
  • Communicate effectively with individuals and teams within the IT Service Center or CoreTeam department to ensure high quality and timely expedition of Onboarding/OffboardingTickets.
  • Stay current on products, procedures, and other important issues. Keep knowledge level up to date via self-earning e.g. publications, Internet etc.
  • Contribute ideas on ways to resolve quickly/fulfil/complete IT requirements
  • Solve technical problems that are sometimes unstructured and that may require relianceonconceptual thinking skill
  • Offer solutions to issues that are often non-standard / non-routine and require some clarification
  • Maintain broad knowledge of client supported products and services
  • Provide additional customer support and advice on all IT issues
  • Monitor and support IT Security Policies adherence

  • Windows 2000/XP/Vista Desktop support
  • Microsoft Internet Explorer/Office/Outlook
  • Avaya or Nortel telephony
  • Windows Server 2000/2003 support and administration
  • Microsoft IIS, ISA or Exchange
    . Active Directory 2000 / 2003
  • Local Area Networks (Cisco or 3Com) . Wide Area Networks
  • Knowledge in TCP / IP
  • ITIL experience and qualification would be an advantage
  • Additional language skills to a technical level would be an advantage.

Personal Competency:

  • Strongly customer service oriented
  • Good command of oral and written English
  • Must have interpersonal communication skills and pleasant demeanor.
  • Ability to carry out technical diagnosis/analysis
  • Assertiveness
  • Resourceful
  • Engaging to internal (core teams) and external stakeholders (client/client staff)
  • Have a flexible attitude and wide knowledge of IT.
  • Willingness to rotate shifts, as needed
  • Ability to perform light hand activity work at a computer station in an office environment. Position is primarily sedentary

Job Details

Employment Types:





Job Source :

Similar Jobs

People Also Considered

Career Advice to Find Better

Simple body text this will replace with orginal content